Training & Support Consultant
As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings.
This role of Training & Support Consultant ensures our valued clients receive a world-class experience, by providing them with support and training regarding product functionality, new features, updates, and troubleshooting.
Key ResponsibilitiesClient Support:
- Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employing active listening to fully understand customers' needs and provide accurate solutions.
- Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions.
- Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction.
- Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success.
- Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
- Maintaining Customer Support satisfaction scores as per KPI targets.
Client Training:
- Assess the specific needs and requirements of each client to tailor training programs accordingly.
- Develop training materials, modules, and resources to facilitate client learning.
- Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures.
- Ensure that clients understand and can effectively use the tools and resources provided.
- Adhere to support and training standards to ensure consistently high-quality interactions.
Live Day Preparation:
- Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met.
- Ensure crosschecking is completed before live day is due.
- Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have.
Self-Leadership:
- Continuously update your knowledge and skills related to the company's offerings and industry trends.
- Stay informed about changes and updates to the company's products or services.
- Take the initiative to identify areas for improvement in the client training process and suggest enhancements.
Documentation and System Management:
- Maintain and log detailed records of client training sessions, progress, and feedback in CRM.
- Maintain Knowledge Base and Confluence.
- Create training reports and summaries for management and clients.
Key skills and experience- Customer-focused work ethic with demonstrated experience in customer service.
- Ability to build strong relationships with clients and peers.
- Strong technical acumen.
- Excellent verbal and written communication skills.
- Empathy and patience in handling customer inquiries and challenges.
- Proficient in conducting engaging and informative training sessions.
- Experience in hospitality a plus.
- Problem-solving skills to diagnose issues and provide effective solutions.
Additional Information
- Flexible working hours may be required to accommodate clients in different time zones.
- Training and ongoing professional development will be provided to enhance your product knowledge and training skills.
- Opportunities for career advancement within Newbook may be available based on performance and company needs.
This role is critical in ensuring a seamless and successful transition for clients from the training phase to full implementation. Followed by offering exceptional customer service, expertise in the product, and effective client management, the Training and Support plays a vital role in enhancing client satisfaction and achieving successful implementations.
